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SERVICE CHARTER

             SERVICE CHARTER

This Service Charter has been developed to guide interaction between the Export Promotion Council, its clients, and other stakeholders. It is a symbol of the Council’s commitment to its mandate, mission, vision, core values and strategic goals in the process of service delivery to clients and stakeholders.

Background

The Export Promotion Council was established in 1992 under the Companies Act (Chapter 486) to promote Kenya’s exports.  EPC’s mandate is the promotion of exports by assisting exporters and producers of exportable goods to overcome bottlenecks in order to achieve higher levels of export performance and foreign exchange earnings, thereby enhancing economic growth. Since establishment, the activities of EPC have been geared towards achieving this overall objective. Export trade is also one of the key pillars identified in the Kenya Vision 2030 blueprint, crucial for achievement of sustainable economic development.

 
Vision Statement

To excel in positioning Kenya’s goods and services as products of choice in the regional and international markets

 
 Mission Statement

To attract, expand and sustain the market share of Kenya’s exports through product identification, development and marketing

  Core Values

·   Patriotism:  We prioritize the welfare of the Council and Country

·   Team Work: We Create a Culture that Values Collaboration

·   Customer Focus: We Exist to Serve Our Customers

·   Innovation: We Value Novelty, Creativity and Continuous Improvement

·   Results Oriented: We are Impact Driven and Result Oriented in the Performance of our Duties

·   Excellence: We Strive to Exceed Expectations

·   Equity and Fairness: We are Fair in all Our Undertakings

Brand Promise

Anchoring Kenya as an Export Driven Economy

Strategic Goals

·   To increase Kenya’s export of goods and services by an average of 20% per year

·   To take the lead role in facilitating export trade

·   To continuously ensure sustainability of the export sector

·   To deliver outstanding service

Quality Policy Statement:

The Export Promotion Council is committed to the development and promotion of Kenya’s export of goods and services in the regional and international markets, and to harmonize export related services by offering impact driven and result-oriented services that meet and exceed the expectations of its stakeholders, by seeking to understand their needs and requirements, which are communicated to all Council employees for continuous improvement of its service delivery.

Our Services

·   Market Development and Promotion

·   Enterprise and Product Development

·   Export Trade Information Delivery and Advisory Services

·   Market Research and Trade Policy Facilitation

Commitment to Stakeholders

The Council acknowledges that its stakeholders are the reasons for its existence. In this regard, EPC commits itself to work towards the highest standards of service-delivery in line with its core values. The EPC stakeholders therefore have the right to:-

·   Courteous and respectful treatment

·   Equitable service

·   Access to all Council Staff

·   Confidentiality of any information provided to the Council

·   Prompt response to their enquiries

·   Timely, complete and accurate information

·   Feedback on their proposals

·   Proper handling of their assets and other resources

·   Timely payment for services rendered

·   Redress if they are not satisfied with the quality of service

Standards of Service

To ensure that EPC meets the above commitments, the Council pledges to abide by the following standards:

·   Answer telephone calls within 3 rings

·   Attend scheduled meetings punctually

·   Attend to clients and visitors within 10 minutes

·   Respond to enquiries within 3 working days

· Prepare accurate Statutory, Board and Management reports and submit these within stipulated timeframes

·   Complete assignments within set deadlines and to acceptable performance levels

·   Regularly update information sources including website subscriptions

·   Pay for goods and services supplied to the Council within agreed credit periods

·   Promptly communicate changes and developments related to its services

·   Keep accurate and updated records of exporters through the exporters’’ directory

·   Ensure EPC is a corruption free zone

Clients Obligations

We request our clients to:

·   Treat staff with respect and courtesy

·   Provide sufficient and accurate information to enable us respond to requests promptly

·   Report any cases of corruption to EPC or relevant authority

·   Never attempt to compromise the Council’s staff

·   Keep the environment clean

·   Provide feedback and comments on the service provided

· Pay applicable charges promptly to facilitate implementation of activities in a timely manner, and to avoid delaying others

Complaints, Feedback and Suggestions

The Council welcomes customers to give feedback regarding the services received and may file complaints on any cases where they feel dissatisfied. Stakeholders may submit their complaints via letter, email or telephone. In addressing complaints, the Council commits to the following:

·   To handle complaints professionally and in confidence

·   To acknowledge receipt of complaints within three (3) working days

· To resolve complaints and duly inform the complainant of the outcome within 30 days of receipt. Where an issue may require a longer period to resolve, the Council commits to give feedback on reasons for the delay and the extension required

·To facilitate monthly requests of client evaluation of services through customer satisfaction questionnaires and annual surveys.

If you cannot access our services physically, our staff can deal with your enquiries through the contacts listed below.


Head Office
Chief Executive Officer
16th Floor, Anniversary Towers, University Way.
P.O. Box 40247-00100 NAIROBI
Tel: + 254 020 2228534–8 / + 254722205875 / + 254734 228 534
Fax: +254-20-2218013/2228539
Dedicated Client Line: +254 20 2228534 ext 101 / 211
Dedicated Export Info SMS: 8535

Branches

Mombasa
Regional Coordinator, Coast
5th Floor, Uni Plaza
Aga Khan Road, off Moi Avenue
P. O. Box 90143-80100
Mombasa, Kenya
Tel: +254 20 3579234 or +254 20 2319247
Eldoret
Regional Coordinator, Western
2nd Floor, National Bank Building, Oloo Street
2nd Floor, National Bank Building, Oloo Street
P. O. Box 853-30100,
Eldoret, Kenya
Tel: +254 53 2030154 or +254 53 2030164
JKIA
Liaison Officer
International Arrivals
Jomo Kenyatta International Airport
P. O. Box 40247-00100
 Nairobi, Kenya
Tel: +254 20 824911
Fax: +254 20 822913
Email: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it

 


 

 Resolved Service Charter

SERVICES

OUR COMMITMENT

CHARGES

Export Market Development and Promotion

Selection of companies will be on the basis of criteria derived from the product and market relevance of the promotional activity

 

Acknowledgement of receipt of applications to be done within one week of submission.

Range between Kshs. 30,000 and Kshs. 100,000 depending on the type of promotional activity

 

Selection of participants to be completed within one week after the deadline for submissions

Applicants to be informed on the status of their application within one week after the selection exercise.

Companies who fail to meet these criteria will not be selected to participate in trade promotion events and will be informed accordingly

At no charge

 

Enterprise and Product Development

Selection of enterprises for assistance in product design and development will be based on prioritised sectors/products using a selection criteria on supply and export capability of applicants, among other factors

 

Selection of beneficiaries will be carried out within 2 weeks after the deadline of receiving the Enterprise Profile Forms

At no charge

Status of the application will be communicated within one week after the selection exercise

The product development intervention will be carried out as scheduled and in a phased approach including instructive  training, on-site coaching and test marketing

Up to a maximum of Kshs. 10,000 non-refundable commitment fee, excluding cost of participating in the test marketing event

Export Trade Training

 

Training will be conducted as scheduled upon payment of applicable fee by adequate number of applicants based on targeted number

Range between Kshs. 500 and Kshs. 10,000 depending on the specifics of the training module

Decision to hold or reschedule the training, in line with the above requirements, will be made within 2 weeks after the deadline and communicated to applicants

Training modules include; Introduction to Exporting; Beginners Module; Intermediate Module; and Advanced Module

Trade Information Delivery

Browsing of CBIK data bases

Immediate

Free

Use of library

Immediate

Free

Business Counselling consultancy services

Immediate

Free

Advertising on EPC Portals: Super Banner (728 x 90) size 40KB

One day after making applicable payment and submission of artworks

Kshs. 10,000.00 per month

Advertising on EPC Portals Ad Box (300 x 250) size 40 KB

One day after making applicable payment and submission of artworks

Kshs. 5,000.00 per month

Advertising on EPC Portals Skyscraper (160 x 600) size 40KB

One day after making applicable payment and submission of artworks

Kshs. 7,500.00 per month

Advertising on EPC Portals Half Banner (234 x 60) size 40 KB

One day after making applicable payment and submission of artworks

Kshs. 2,500.00 per month

Customised desk research

Within one week

Kshs 800.00 per hour

Printouts from CBIK data bases

Per agreed timeline based on task complexity

Kshs 50.00 per page

Photocopy services

Immediate

Kshs 10.00 per page

Bilateral Trade Statistics

Immediate

Kshs 100.00

Trade Statistics for one product to one market (raw data)

Within two working days

Kshs. 200.00

Product Tariff Information per country

Within five working days

Kshs. 500.00

Country Profile

Within five working days

Kshs. 500.00

Research and Policy Facilitation

Trade Flow Analysis

Depending on the complexity of the task involved.

Up to a maximum of Kshs. 20,000.00

Request on market intelligence and market research reports conducted by EPC

To be availed within 1 day, otherwise explanation will be provided. Fee will depend on the content and detail of the report.

App

licable Fees

Payment to Creditors

If you comply with all the requirements we will make payment

Within 45 days upon receipt of invoice

At no Charge

Public Complaint Handling & Resolution

Complaints lodged with the Council

Provide avenues for lodging and resolution of complaints based on policy guidelines issued by the Commission on Administrative Justice.

At no charge

 

Costs appearing in this charter are applicable commencing Year 2013/2014. Any changes on costs or terms will be contained in the charter for the subsequent period.

 

16th Floor, Anniversary Towers, University Way

P.O. Box 40247-00100 NAIROBI

Tel: + 254 020 2228534–8 / + 254722205875 / + 254734 228 534

Fax: +254-20-2218013/2228539

Email to This e-mail address is being protected from spam bots, you need JavaScript enabled to view it Complaints: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it Website, www.epckenya.org

Dedicated Client Line: +254 20 2228534 ext 101 / 211 Dedicated Export Info SMS: 8535

 
 
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